CSC Operations Support Team Member - Brentwood, United States - Tractor Supply

Tractor Supply Brentwood, United States

3 weeks ago

Description

Overall Job SummaryAs a Customer Solutions Center Escalation Support Team Member, you will live the value of Teamwork by providing legendary service through Chat, in person and on the phone handling of cases and emails with a sense of urgency.

This position will support specific areas (delivery, social, operations, etc.) of the company, providing customers with solutions. Research and resolve any issues to a satisfactory resolution for the customer and company. Some areas of support are highly public and require heightened TSC brand awareness and strong communication skills.
Essential Duties and Responsibilities (Min 5%)

Professionally represents Tractor Supply Company's Mission and Values and the Brand in every customer engagement.

Provide appropriate direction and assistance to customer questions and needs via current application, including bulk orders, accounts, and delivery issues.

Direct customers to the appropriate resource(s) to resolve their situation and follow through with a sense of urgency on any research or additional contacts necessary to ensure customer issues are resolved in a timely manner (e.g.

, refunds and replacements) Partner with vendors and other departments such as Leadership, IT, HR, Media, Risk, Fraud, Inventory, and many others to resolve customer issues Identify and report out trends based on data analytics and alert Leadership of trends and emerging situations Log interactions accurately in all CSC systems appropriately Other duties could include:

Resolve requests sent to CSC Operations Support, Bulk Orders, and Business Accounts mailboxes Process check requests including onsite printing and mailing Answer TSC website product questions by providing product information Handle all research and communication for chargebacks and disputes Provides support for order research requested by LP and Treasury departments Field TSC Business Account credit card inquiries Reroute deliveries as needed; find alternate delivery options when necessary Direct Team Members to the appropriate resource(s) via chat, email and in the office environment to facilitate learning, for example, the Knowledge Base, Sterling, SharePoint documents, etc

Required QualificationsExperience:
6 Months experience within the Customer Solutions Center is required

Maintain positive attendance for rolling 6 months
Cannot be on any type of corrective action plan (attendance, behavior, etc.)
Flex group or email team experience is preferred Education: Bachelor's degree preferred.

Any suitable combination of education and experience will be consideredCertifications:

Operations Support Assessment or Social Support Team Member Assessment could be requiredPreferred knowledge, skills or abilities Subject Matter Expert on Customer Solutions Center processes and systems Proficiency in Microsoft Office products (Word, Outlook, Teams, Excel) Effective communication (verbal, listening, and written) and interpersonal skills Strong problem solving, critical thinking skills, and a sense of urgencyWorking ConditionsNormal office working conditionsHybrid / Flexible working conditionsPhysical RequirementsSittingStanding (not walking)WalkingKneeling/Stooping/BendingLifting up to 10 poundsDisclaimerThis job description represents an overview of the responsibilities for the above referenced position.

It is not intended to represent a comprehensive list of responsibilities. A team member should perform all duties as assigned by his/ her supervisor.

ALREADY A TEAM MEMBER?You must apply or refer a friend through our internal portalClick here CONNECTIONOur Mission and Values are more than just words on the wall - they're the one constant in an ever-changing environment and the bedrock on which we build our culture.

They're the core of who we are and the foundation of every decision we make. It's not just what we do that sets us apart, but how we do it.

Learn MoreEMPOWERMENTWe believe in managing your time for business and personal success, which is why we empower our Team Members to lead balanced lives through our benefits total rewards offerings.

fot full-time and eligible part-time TSC and Petsense Team Members.

We care about what you care aboutLearn MoreOPPORTUNITYA lot of care goes into providing legendary service at Tractor Supply Company, which is why our Team Members are our top priority.

Want a career with a clear path for growth? Your Opportunity is Out Here at Tractor Supply and Petsense.
Learn MoreJoin Our Talent Community

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